Avianca Airlines Customer Service Contacts

Avianca is the national airline and flag carrier of Colombia. It is headquartered in Bogotá.

How to reach a person at Avianca Airlines

Customer Service: (888) 223-5555

Avianca Airlines Responsiveness rating


The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings.

What you need to know Avianca Airlines

We receive occasional complaints about Avianca. Here’s a passenger who had to pay twice for checked bags. And here’s another passenger who lost their bags and Avianca would not help find it.

How to resolve a problem with Avianca Airlines

This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

Avianca Airlines mailing address

Avenida calle 26 # 59 – 15
Bogotá, Colombia

Avianca Airlines social media channels


Avianca Airlines executive customer service contacts

Primary Contact
Elizabeth Rivera
Director of Voice of Customer and Contact Cent
Avenida calle 26 # 59 – 15
Bogotá, Colombia
[email protected]

Secondary Contact
Juan Arbelaez
Regional Director USA
Avenida calle 26 # 59 – 15
Bogotá, Colombia
[email protected]

Sofia Valverde
Communications Co-ordinator External Communications Department
Avenida calle 26 # 59 – 15
Bogotá, Colombia
[email protected]

Frequently asked questions about Avianca Airlines

How can I contact Avianca Airlines customer service?



TDD Services:

What are Avianca Airlines customer service hours of operation?

Aviana Airlines customer service is available 24/7.

How can I get a refund from Avianca Airlines?

  1. Visit the Avianca Airlines official website.
  2. Log in to your account (if you have one) or find the booking section.
  3. Look for the option to cancel your reservation.
  4. Follow the prompts to complete the cancellation process.

Refund options: Avianca offers different refund options based on your situation:

  • Unplanned events: If you can’t fly due to illness, medical incapacity, or death, you can request a refund or change your flight without any additional charge.
  • Refunds: If your plans have changed or there’s an issue with your flight, you can request a refund for the journey not undertaken. The specific conditions depend on the fare you purchased.
  • Cancellation of purchase: If you bought a business or XXL fare, you can cancel your purchase up to 24 hours before the flight departure. Keep in mind that there may be deductions based on the corresponding country’s rules.

Attach supporting documents: When making a refund request, remember to attach any necessary supporting documents (e.g., medical certificates, proof of unplanned events).

Bank transactions for refunds may take up to 30 days to reflect on your account statement.

Remember that specific conditions apply based on the fare you purchased, so it’s essential to review Avianca’s official guidelines and policies before proceeding. Safe travels!

How to get professional help with your Avianca Airlines problem

If you need help with Avianca Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.

Get Help

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